Agent versions for changing a live agent
Key Takeaway
You can't edit a committed or activated agent version. To change a live agent, create a new version, edit and test it, then commit and activate it.
An agent version is a separate copy of an agent that you can edit, test, and activate on its own. Versions are how you change a live agent, and they also act as backups.
From draft to active version
When you create a new agent or a new version, you get an editable draft. You then work with it using these three actions:
| What it does | Can you edit the version afterward? | |
|---|---|---|
| Save | Saves your changes to the current version each time you click it | Yes, the draft stays editable |
| Commit Version | Saves a snapshot of the agent to metadata in your org and compiles a version you can activate | No |
| Activate | Makes the agent available on every channel it's connected to | No, never, even if you deactivate the version |
A version must be committed before you can activate it. Only one version of an agent can be active at a time.